Help turbo 2 trouble

[Randolph]

my turbo 2 keeps shutting down for no reason and sometimes when it does this i go to turn it back on and it tells me theres no battery when there was 50% when it shut off. please any incite will be greatly appreciated.

 

[Thom]

Welcome to Android Forums.

Basic problem determination ...
Do a Wipe Cache Partition deleting all temporary data and nothing else.
If it is still a problem ... restart in safe Mode disabling all apps you added without uninstalling them. If it stops it is caused by an app that you added.

Is it in a case? If so remove it.
Are you using ANY apps form Cheetah Mobile? If so uninstall them.

... Thom

 

[doogald]

Basic problem determination ...
Do a Wipe Cache Partition deleting all temporary data and nothing else.
If it is still a problem ... restart in safe Mode disabling all apps you added without uninstalling them. If it stops it is caused by an app that you added.

Just wanted to add that it's possible that it is hardware failure as well - a faulty battery, or faulty charge circuitry.

If any of those suggestions do not work, the last thing to try is to do a factory data reset and reinstall the phone from scratch. If the battery is still faulty, it's probably hardware failure.

If the phone is still under warranty, in that case I'd think about a warranty replacement. If the warranty has passed, but your phone is eligible for a Turbo 2 design refresh, maybe now is the time to take advantage of that program?

Clear cache partition on Turbo 2: https://motorola-global-portal.custhelp.com/app/answers/prod_answer_detail/a_id/108278/p/30,6720,9583/kw/wipe cache partition

Safe mode restart: https://motorola-global-portal.cust...prod_answer_detail/a_id/108294/p/30,6720,9583

Factory Data Reset: https://motorola-global-portal.cust...prod_answer_detail/a_id/108288/p/30,6720,9583

Turbo 2 Design Refresh: https://www.motorola.com/us/design-refresh-redemption

[edit 2/2/17 - see below]
If you do chose to try a factory data reset, make sure that you have all of your important photos and videos backed up somehow, and make sure that contacts and calendars are either synced with an online service (such as Google Contacts and Google Calendars, Exchange account, etc.), or use the backup tools in the Contacts and Calendars apps to back up your data to internal storage and then copy the backup file to a computer later.

 

[Randolph]

So ended up doing the factory rest and I was able to restore everything. I woke up this morning and all my contacts are gone, and the problem still exists

 

[Randolph]

and there isn't a design refresh available for the 32 gb

 

[Thom]

Therefore a hardware problem. What does Verizon say?

... Thom

 

[Randolph]

They said, Hopefully, the contacts come back when you get the new phone. Other than that all that info is lost to the ethers

 

[Randolph]

I really appreciate the help. I'll let you know when I get the replacement if the contacts can be retrieved

 

[doogald]

My apologies. I should have mentioned making sure contacts were synced with a source or backed up somewhere. I guess at this point I assume that everyone with an Android phone is syncing calendars and contacts with Google or some other source.

 

[rdsok]

If you have access to a computer... you can log into your Google account and check to see if your contacts are still listed there... https://www.google.com/contacts/

By default, your contacts are backed up to your Google account but that is also an option you can change if you wanted... crossing fingers they are still up there.

I will regularly backup all of my data ( photos, contacts etc ) from my phone to my computer... just in case.

 

[Randolph]

I finally got in touch with Verizon tech. He was able to tell me they had all my contacts in their database. Whew!. He also gave me a repair software. Once I run the software I should be able to pull everything up. I had my contacts backed up to Google and Verizon. But, apparently my phone isn't recognizing any of it. I'll run the software later and post what I find

 

[doogald]

Awesome. Again, I'm sorry that I left out that important information, but I'm glad you haven't lost your contacts for sure.

 

[Randolph]

I just got done with the repair, it wasn't difficult or time consuming. I went to the cloud and everything that was there was back again. After talking to the tech, this almost seemed to easy to fix, i would bet your ass you'll see this problem again. I think now I'm going to try and put all those contacts on some other source. Would have been a long time trying to get all those numbers back. the bad part was i got a lazy verizon store guy, if i would have called tech in the first place probably wouldn't have even started this thread. Thanks for all the quick insight, i really appreciate it and if this gives someone some incite on how to handle this if it happens to you, then i call this a win.

 

[Thom]

What was the correction to your original problem?

... Thom

 

[Randolph]

The repair was the solution to the problem as a whole, supposedly. My phone has yet to shutdown. But it's only been a few hours hard to tell if it's going to happen again

 

[Randolph]

It happened and not only did it shut down but when it came back on my battery level any from 70% to 5%

 

[rdsok]

I'll reword the question...

What was the repair... if it was just running some software, what was the name of it?

 

[Randolph]

I attached a screen shot of what Verizon sent me